What are the responsibilities and job description for the Virtual Banking Manager position at Brentwood Bank?
Summary of Basic Function:
As a Virtual Banking Manager, you will play a vital role in leading a team of Virtual Bankers to provide exceptional customer service and ensure our customer’s entire Digital Banking experience is extraordinary. You will be responsible for conducting accurate and courteous Virtual Banking interactions, completing ITM-based transactions, answering Contact Center phone calls, and providing resolution/escalation to complex issues on customer accounts. You will develop recommendations based on the customer’s needs, fulfill new account requests, or refer new and existing customers to Retail Branches or other Departments as appropriate.
Essential Duties and Responsibilities:
- Create a superior and meaningful customer focused experience for each customer or potential customer. Be an expert on small business and consumer bank products.
- Enthusiastically engage customers and prospects through various channels such as Video, Phone, Email, and Chat.
- Take ownership of customer issues and inquiries and other customer originated service needs with the intent of enhancing customer retention and exploring additional sales opportunities. Research and answer customer inquiries and requests regarding accounts, products, rates, and services.
- Participate in attaining Retail Channel goals by actively promoting Brentwood Bank products and services to customers and future customers, both during Virtual Banking Sessions and over the Phone.
- Achieve individual/Team sales goals by coaching and role modelling customer centric behaviors to effectively uncover and fulfill customer’s financial needs.
- Partner with Retail Leadership for future initiatives in the Virtual Banking space and role model behaviors to drive increased growth and sales in the Retail Channel.
- Assist in the deployment of innovative technologies and overall modernization of customer engagement tools.
- Educate and assist customer’s use of digital channels such as enhanced self-service ITM capabilities, and online banking/mobile banking.
- Maintain accurate and detailed logs of customer interactions, referrals communications, preferences, problems, and information in Contact Management/Customer Contact History.
- Maintain accurate cash counts in individual virtual drawers (if applicable) and assist in overall ITM operating functions throughout the day.
- Provide remote and/or on-site support for ITM settlement, balancing, and technical issues.
- Collaborate with Operations, Compliance and Training Officers to develop/maintain ITM related policies/procedures and provide ongoing training to new and existing employees.
- Coach/mentor Virtual Bankers to improve their performance and meet their IDP objectives.
- Comply with all Federal/State banking regulations and local consumer protection laws governing loan origination including the SAFE Act and SAFE Act registration and renewal rules as defined by the bank, if applicable. Comply with all Bank operating and security policies and procedures and completes all required annual or job-specific training
Knowledge, Skills, Abilities and Requirements:
- High school diploma or equivalent experience required, Bachelor’s degree preferred.
- NMLS ID is required.
- Three or more years banking experience within a Call Center, Branch/Branch network.
- Three or more years of proven previous sales experience.
- Three or more years of cash handling experience.
- Knowledge of banking compliance rules and regulations and operating procedures.
- Successful completion of all training classes for the Universal Associate Program (or to be completed within 1 month of hire.)
- Ability to maintain confidentiality, use tact and diplomacy.
- Ability to take initiative in resolving problems and developing recommendations.
- Professional dress and demeanor.
- Demonstrated superior customer service and sales skills.
- Excellent organizational and time management/prioritization skills.
- Strong attention to detail and the ability to multi-task effectively.
- Effective training and mentoring skills.
- Excellent communication skills, both verbal and written.
- Proficient use of Microsoft Word, Outlook, Teams
- Availability to work a flexible schedule of up to 40 hours per week including evenings and Saturday hours.
Physical Demands and Work Environment:
- This is a remote Flexible (hybrid) role, and it is expected there will be both remote and office work. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to person the essential functions.
- Work may be performed in an office environment with normal noise levels.
- Involves prolonged sitting and computer usage.
- The position is headquartered in Pittsburgh, Pennsylvania, and incumbent will need to live within a commutable distance.
- Physical Requirements: prolonged standing (2-4 hours per day), frequent use of hands to manipulate/grasp objects, ability to communicate face to face and on the phone with clients, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1-10lbs, occasional lifting of up to 50lbs, ability to see and read fine print, must be able to distinguish and count currency.
- Job may require working evenings and Saturdays.
Benefits
At Brentwood Bank, we know that great people make a great organization. We value our people and offer our employees a broad range of benefits to support wellness for individuals and families.
Our People and Culture
Brentwood Bank is committed to a diverse, equitable, and inclusive culture that empowers our people contribute their unique ideas and perspectives to make a difference. Brentwood Bank creates a strong relationship within the communities we serve and will continue to contribute our time, talent, and financial support to improve the areas where we live and work. Here, you will work alongside company leaders and industry pioneers who have proven experience and are committed to continuous innovation. Employees feel valued in all aspects of their lives, including both their professional and personal aspirations. We are looking to hire the best and brightest to help us continue to evolve and drive superior services.
Professional Development
From entry-level employees to senior leaders, we believe there is always room to learn. We offer opportunities to build new skills, take on leadership opportunities, and grow connect through mentorship. From on-the-job training to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
Brentwood Bank is an EOE AA M/F/Vet/Disability Employer
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